SUMMARY:

• IT professional with 8+ years of relevant experience in the field of ITSM and Java/J2EE. Extensive knowledge and experience in implementation and administration of ServiceNow.
• With 5+ years of experience as a ServiceNow Developer and System Administrator; Over 2+ years of experience as Java/J2EE developer.
• Functional knowledge and implementation experience of ITSM, ITAM frameworks, Service Watch and Service Mapping.
• Very good understanding of Servicenow Architecture and different application Modules.

AREAS OF EXPERTISE:

• CMDB
• SLAs
• Service Mapping/ Service Watch
• Activate Plugins
• Discovery
• Upgrading Instances
• Integrations
• Cloning Prod to other Instances
• Knowledge Management
• Update sets
• Configuration Management
• Databases (SQL, DB2, Oracle)
• Asset Management
• Multitasking in Fast - paced Environments
• Import Sets
• Highly Organized and Strong Analytical Abilities
• Service Catalogs
• Scripting
• Workflows
• Service Now Admin

TECHNICAL SKILLS:

Languages:: JavaScript, SQL, Java, J2EE, HTML, XML

Application Servers:: WebLogic server, Apache, IIS 8.5,Tomcat and WebSphere

ITSM Tools:: ServiceNow, Service Watch, Service Mapping, ITSM Suite

Web Technologies:: JDK, HTML, XML, DHTML, MSXML, ASPX

J2EE Technologies:: Servlets, JSP, JDBC, RMI, JMS, JTA, JNDI, JMX, EJB, Applets and swing components, AWT

Operating Systems:: Windows 7, WINDOWS 2003,Windows 2008, UNIX, LINUX

Databases:: Oracle, SQL Server, DB2, PostgreSql

PROFESSIONAL EXPERIENCE:

Confidential, Birmingham, AL

ServiceNow Developer/Administrator

Responsibilities:

• Worked on ITSM and ITOM platforms.
• Experience in Agile/Scrum methodology.
• Developed and customized ServiceNow from collecting requirements, writing implementation plans to coding and execution of those plans.
• Worked on Service Watch/Service Mapping to map the IT infrastructure components of the applications in an organization.
• Experienced in handling different teams and gathered information from different sources to map various applications infrastructure across the organization.
• Built connectivity patterns to connect to downstream connections based on configuration information.
• Customized out of box Identification and Connectivity patterns as per the business requirements.
• Experience with CMDB, Asset Management, Business Services and Configuration item relationships.
• Working on Integrations with third party tools like Virtue Stream and AAAD using web services with SOAP and REST protocols.
• Worked on enhancements for existing SCCM Integration and building SCCM integration for 2 environments for servers and desktop hardware from scratch.
• Migrating Update sets among different instances DEV-TEST-PROD.
• Building Service portal pages using OOB features.
• Knowledge on PA (Performance analytics) used for advanced reporting.
• Knowledge on SNMP, WMI and SSH permission issues.
• Defined and configured Discovery schedules and check for the connectivity.
• Setup MID Servers and Discovery Schedules with the IP ranges for H-Disco and used the same for troubleshooting Service Mapping problems with the tool configurations.
• Written Business rules & Client Scripts to change the field values based on the specific conditions for different applications.
• Created Database views to pull the reports to analyze Asset and US Micro data.
• Design and develop solutions within the ServiceNow environment includes modification of application forms and Catalog items.
• Configured SLA’s to trigger tasks and notifications.
• Configured Scheduled jobs for Discovery, Integrations and Reports.
• Working on Notifications to notify Groups/Users when an Incident or Service Requests are raised.
• Working on Break fixes and Enhancements for the Service catalogs, Workflows, Notifications and Inbound Email actions.
• Built Script Includes which can be reusable for different applications and called them from Business rules by calling function and used Glide Ajax to call the function in Script Includes from Client Scripts.
• Handling Service Catalog Request Workflow design, Record Producers, Order guides and Configuration.
• Performed Configurations and customizations for Change Management, Catalog Items and other Custom applications that includes Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, Workflow administration, report setup, and data imports.
• Built custom Workflows as per the requirement for Service Catalogs and Change Management.
• Configured new Catalog Items for different teams and used Catalog Client Sripts and Catalog UI Policies to add dynamic effects and validation to forms.
• Generated reports and configured scheduled reports as per the client requirement.
• Hands on experience on Hardware Asset Management and importing the data into Asset .
• Configured model categories to populate the data in defined CI class and Asset class.
• Imported models into CMDB product model.
• Knowledge on Project and Portfolio Management.

Environment: Servicenow, Service Mapping, JavaScript, XML, HTML, Windows, UNIX, AJAX, Middleware, Networking.

Confidential, Raleigh NC

ServiceNow Developer/Admin

Responsibilities:

• Worked on ITSM and ITOM platforms.
• Experience in Agile/Scrum methodology.
• Worked on Service Watch and Service Mapping from scratch to map the Business services in On Premise, Geneva and Helsinki versions.
• Experienced in handling different teams such as Windows, Networking, WebOps, Web Engineering and SharePoint to gather required data to map the various applications infrastructure.
• Used REST API to load all the business services and the entry points from Service Watch to Service Mapping target table in Servicenow.
• Built custom patterns for Database connections such as MSSQL, Oracle and DB2 based on the configuration information.
• Experience in executing commands used for Windows and Linux devices to find the running processes and connection strings in custom configuration files.
• Customized out of box Identification and Connectivity patterns as per the business requirement.
• Hands on experience in mapping applications in Citrix, Pega and other environments.
• Develop, review and ensure the appropriateness of value added solutions that focus on IT Service Management, Business Transformation and Governance based on ITIL best practices for all existing customers.
• Developed and customized ServiceNow from collecting requirements, writing implementation plans to coding and execution of those plans.
• Experience with CMDB, Discovery, Asset Management, Business Services and Configuration item relationships.
• Worked on importing CI's from Oracle and MSSQL (Microsoft) databases using JDBC to the target tables. Wrote SQL queries to extract data from databases required by application owners and map them with the target field tables.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Involved in integration in ServiceNow with other similar and third party tools using Mid Server and communicated with external web services using SOAP and REST protocols.
• Migrated Update sets among different instances DEV-TEST-PROD.
• Modified out of box Discovery Probes and Sensors to turn the VM Instances “on and off” related to different vCenters.
• Worked with different teams in the organization to gather requirements to customize the applications based on their needs.
• Knowledge on SNMP, WMI and SSH permission issues.
• Defined and configured Discovery schedules and Worked on Discovery to check for the connectivity.
• Setup MID Server and Discovery IP ranges for H-Disco to collect the configuration data.
• Build new Probes and Sensors for the DRM application to match the data in file with the Servicenow tables for that application.
• Wrote Business rules to change the field values based on the specific conditions for different applications.
• Design and develop solutions within the ServiceNow environment to include modification of applications, forms and workflows.
• Provide advanced support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.
• Build Script Includes which can be reusable for different applications and called them from Business rules by calling function and used Glide Ajax to call the function in Script Includes from Client Scripts.
• Handled Service Catalog Request Workflow design, Record Producers, Order guides and Configuration.
• ServiceNow customizations for Change Management, Catalog Items and other business process applications including Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, Workflow administration, report setup, and data imports.
• Configured and Customized applications in Servicenow via the CMDB.
• Wrote custom scripts to the activities in the Workflows used for fulfilling approval process in Catalog Items.
• Modified Workflows as per the requirement for Service Catalogs and Change Management.
• Configured new Catalog Items for different application teams and used Catalog Client Sripts and Catalog UI Policies to add dynamic effects and validation to forms.
• Generated reports and configured scheduled reports as per the client requirement.
• Created Database views to pull the reports on variables, which are being used by catalog items.
• Worked on Asset Management and Procurement process in POC to manage the Software and Hardware Assets in the organization.
• Built model categories to define the CI class and Asset class for the devices discovered thru Discovery.
• Performed SSO integration using SAML 2.0 Certificate to exchange Authentication and Authorization between security domains. ledge on Inbound Email actions.
• Setting up Configuration Management to define CI classes and their relationships.

Environment: Servicenow, Service Mapping, JavaScript, XML, HTML, Windows, UNIX, AJAX, Middleware, Networking.

Confidential, Ashburn, VA

ServiceNow Developer/Administrator

Responsibilities:

• Experience in using the Agile/Scrum methodology.
• Experience on various IT Services of ServiceNow tool like Service Catalog Requests, Knowledge Management and Reporting.
• Design and develop solutions within the ServiceNow environment includes modification of applications, forms and workflows.
• Performs core configuration tasks including system policies, business rules and client scripts using JavaScript.
• Created Groups, assign roles to groups, added users to groups. Maintain (UI) and data policies, UI actions, business rules and client scripts.
• Design, set up, and manage the CMDB. Created BSM Maps.
• Design and develop solutions within the ServiceNow environment includes modification of applications and forms.
• Customized home pages and added Dashboards and Widgets to that page.
• Worked on ACLs to grant CRUD permissions to the Roles who can have access to applications.
• Followed Servicenow best practices while assigning Roles to Groups and for specific Users.
• Delegated Roles to other users in the group to manage requests, approvals and Emails.
• Configured SLA’s to trigger tasks and notifications.
• Configured Scheduled jobs for Discovery, Integrations and Reports.
• Worked on Notifications to notify Groups/Users when an Incident or Service Requests are raised.
• Develop, configure and maintain Custom service requests using Advanced Interface forms in Service Request Management application to meet Request catalog requirements of the IT business users.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Import CIs into CMDB, including data field mapping, updating, auditing and integrity checks.
• Worked with different teams in the organization to gather requirements to customize the applications based on their needs.
• Customizing the out-of-the-box modules by designing new workflow objects. Maintaining and bug fixing of the ITSM application modules.
• Track and maintain update sets to move from Dev - Test - Prod. Performing function tests after every move.
• Customized workflows based on the approval flow required by the LOB in Service Catalogs and used Record Producer to build a form as per application needs.
• Wrote custom scripts to the activities in the Workflows used for fulfilling approval process in Catalog Items.
• Built new Catalogs and customized existing Catalog Items for Business owners and used Catalog Client Sripts and Catalog UI Policies to add dynamic effects and validation to forms.
• Maintain Service Catalog using Item Designer and Record Producers.
• Create catalog items for mobile users to order.
• Ensured that the technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
• Customize Incidents, SRs, Problem and Change Requests. Configure/Track SLAs.
• Used Workflow Editor to trigger approvals, tasks, alerts and notifications.
• Create, publish and share reports. Run reports on schedule.
• Activated plugins.

Environment: ServiceNow , JavaScript, Java, HTML, CSS, Windows 7 .

Confidential

Servicenow Admin

Responsibilities:

• ServiceNow customizations including Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, Workflow administration, report setup, and data imports.
• Creating Groups and adding Users to CMDB when new employee joins the organization and assigning Roles to that user.
• Worked on data field mapping, updating, auditing and maintain CMDB accuracy. Created Relationships between the CI’s.
• Resolving the incident tickets when user requests to make changes in the table and columns.
• Track and maintain update sets to move between Instances. Performing function tests after every move.
• Worked on Order guides in Service Catalog to arrange the fulfillment process in order for customer requests.
• Modified workflows based on the approval flow required by the LOB in Service Catalogs and used Record Producer to build a form as per application needs.
• Wrote custom scripts to the activities in the Workflows used for fulfilling approval process in Catalog Items.
• Maintain Service Catalogs using Item Designer and Record Producers.
• Generating Reports manually using bread crumbs and Run reports on schedule.
• Customize Incidents, Problem and Change Requests tables. Configure/Track SLAs.
• Ensured that the technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.

Environment: ServiceNow , JavaScript, Java, HTML, CSS, Windows .

Confidential

Java Developer

Responsibilities:

• Actively involved in analyzing and collecting user requirements.
• Wrote Specification for the development.
• Worked closely with Photoshop designers to implement mock-ups and the layouts of the application.
• Used JSP’s HTML on front end, Servlets as Front Controllers and Java Script for client side validations.
• Used JSF for development of web pages.
• Proficient in doing Object Oriented Design using UML-Rational Rose.
• Participated in Server side and Client side programming.
• Wrote SQL stored procedures, used JDBC to connect to database.
• Designed, developed and maintained the data layer using JDBC and performed configuration of Java Application Framework.
• Used ANT as build tool. Used Junit for writing Unit tests
• Participated in integrating front end with back end frames and involved in integration and testing phases with Java and related frames .
• Participated in the development of web-services using JAX-WS, WSDL, SOAP.
• Used SOAP in Web Services for data communications.
• Used various features of Java.
• Created a user Interface through HTML and JSP, Standard Tag library.
• Involved in developing various Servlets.
• Tested and validated the application on different testing environments.
• Used MY SQL as the database and wrote SQL & PL-SQL.

Environment: Java 1.5, J2EE (Servlets 2.5, JSP 2.0), Struts 1.4, Spring, Eclipse 3.2, SQL Server 2008, SQL, PL/SQL, Web Sphere 6.1, XML, XSLT, XSD, Hibernate 3.0, HTML, CSS, JavaScript, Subversion (SVN), MS SQL, WINDOS XP and MS Office.